Citizen's Charter

Jet Airways, being India's largest domestic airline in the private sector, takes you to some spectacular international destinations as well.

This Citizens' Charter provides vital information to help you, our valued guest, when we have the pleasure of flying you. It:

Sets out our commitment to quality

Describes our services

Guides you where to find more information about us

Our commitment to quality

Our commitment to provide the highest standards and quality of service is set out in our Corporate Mission Statement. Please click here to view our mission statement.In pursuance of this commitment, we are privileged to have won a number of awards in recognition of our standards of service.

Ticketing and fares

Fares for sectors within India are published in Indian Rupees (INR) and United States Dollars (USD). The INR fares are applicable to Indian nationals permanently residing in India, Nepal and Bhutan, foreign nationals residing in India and holding resident permits in India and foreign diplomats residing in India holding diplomatic status as well as their dependent family members.

Fares for international sectors are published in Indian Rupees (INR) and in the local currency respectively. For example, Mumbai-Singapore-Mumbai fares are published in INR and Singapore-Mumbai-Singapore fares are published in Singapore Dollars (SGD).

All basic fares for within India and international routes are quoted before taxes, surcharges, and fees. In addition to the basic fare, we are required by the Government to charge and collect Passenger Service Fee (WO) as applicable in case of both INR and USD fares for sectors within India and international sectors. This is applicable for each flight coupon, that is, for each sector of travel. Besides, insurance and fuel surcharges (YQ) are also levied in case of both, within India and international sectors, applicable per flight coupon. These two levies (WO and YQ) are collected along with the basic fare at the time of issuance of the ticket.

Change in Fare: Please note that fares are subject to change without notice. Unless otherwise specified, if you have purchased a ticket before the date of a fare increase and travel after the fare increase has taken place, you will not be required to pay the difference for the ticketed itinerary. However, in case there is a change in the booking or routing, the revised fare(s) will be applicable.

You can purchase your ticket from our offices, website or from any of our authorised travel agents in India and abroad.Tickets for International journyes and journyes within India can also be purchased at all ticket counters, located at airports where we fly. Our airport ticketing counters at Delhi, Mumbai, Kolkata and Chennai are open 24 hours.

Please check your ticket after it is issued, for its correctness. Please also read the terms and conditions of carriage printed on the ticket jacket or on your eTicket print-out. Jet Airways participates in Billing Settlement Plan (B.S.P) programmes in India and over 45 countries across the world. The B.S.P facilitates distribution of tickets to be issued on Jet Airways flights. B.S.P tickets have also been introduced in India and can be issued for both within India and international routes. We are also participating in Airline Reporting Corporation (A.R.C) programme in the U.S.A and Canada.

Ticket Validity: Unless otherwise specified, tickets issued for sectors within India against INR fares are valid for travel for a year from the date of issue, while tickets issued against USD fares are valid for travel for a year from the date of commencement of a journey. Tickets purchased under concessional / discounted fares have limited validity period details of which, are available on our website, at our offices, airport ticket counters and from our authorized travel agents. This also applies in case of open dated tickets. Unless otherwise specified, tickets issued for international sectors are valid for one year measured from date of commencement of the journey.

Unless otherwise specified, you can change your travel itinerary after you have purchased your ticket through our offices or through an authorised travel agent. In case you do, please get your ticket re-issued for the revised flight / date / sector. If you are holding an international ticket and have changed your travel itinerary you are required to get the ticket re-issued for the revised sector.

Please do note the following with regard to cancellation, refund and revalidation of tickets:

Tickets for travel within India:

a. Any change to a confirmed ticket issued on INR fare - including cancellation, postponement, change of itinerary - must be done at least one hour before a flight. When a ticket is reissued from a higher to a lower fare, a re-issuance charge is levied, irrespective of whether there is any change in sector / class of travel.

b. In case you are holding an eTicket and wish to cancel, postpone or change your itinerary, you are required to report to our ticketing counters for the same. You can also enjoy the facility of cancelling or changing your eTickets online, through the Manage Booking facility.

c. Subject to the ticketing time limit, if the same is not met, a 25% cancellation charge on the basic fare will be applicable. This holds true for a published full-fare ticket. For special fares, please check the applicable cancellation charges. A documentation charge is levied when a confirmed ticket is processed for refund.

d. Cancellation charges do not apply to within India tickets where U.S. Dollar fares are applicable.

e.Refunds will be processed subject to refund penalties as per fare rules and will be paid as per the original currency of payment, country of payment and form of payment. Refunds are subject to refund penalties as per the Fare Rules. We will refund the value of tickets purchased by you from our offices or airport ticketing counters directly to you: If the ticket has been paid for in cash, we will refund the amount in cash; and If the ticket has been paid for by credit card, the proceeds will be credited to the respective credit cards.

f. Tickets issued outside India will be refunded in the country where the ticket has been purchased.

g. The refund of a ticket issued by a travel agent, must be processed through the issuing travel agent.

h. Please note that certain fares may have conditions which limit or exclude your right to get a refund. For complete details, please refer to the terms and conditions of that special fare or contact your nearest Jet Airways ticketing office or 24 hours reservation centre or your travel agent.

We reserve the right to make a refund only to the person named in the ticket or to the person who originally paid for the ticket, and to refuse a refund if any application for such refund is made later than 365 days after the expiry date of the ticket.

International Sector Tickets: Tickets for international travel are subject to cancellation charges These are specific for a particular sector. Related details are available at our offices, airport ticket counters, on our website and from our authorised travel agents.

Tickets issued on Jetairways.com:

a. The retrieved itinerary will display only the unutilised segments in your booking. If the status of your booking is either checked-in, used or refunded, the same will not be displayed.

b. Once we receive your refund request, we will process the refund within 7 working days.

c. Should there be any cancellation / refund fees, we will deduct the relevant amount and the balance will be refunded to the same credit card used to purchase the original itinerary.

Concessional Fares: a. A limited number of seats are allocated on each flight for certain categories where we offer concessional fares. The conditions that apply and formalities that are required to be fulfilled in each case, are available on our website, at our offices,at airport ticket counters and from our authorised travel agents. Please click here for details.

b. We also offer 50% concession for children between 2 and 11 years of age. 10% of basic adult fare is applicable to infants below 2 years, travelling with a parent.

c. In the case of international sectors, concessional fares are offered to students between 12 and 26 years and seamen (joining duty). Details can be obtained at our offices, on our website, at airport ticket counters and from our authorised travel agents.

d. Please note that relevant proof of eligibility is required to be provided to avail any of the above concessional fares in the case of both within India and international sectors.

e. All Government levies, however, are applicable to all concessional fares. (Please note that surcharges may be applicable on all Government levies).

f. From time to time we offer special fares and packages - detailed terms and conditions of which are available on our website, at our offices, airport ticket counters and from our authorised travel agents.

Jet Airways offers a Prepaid Ticket Advice (PTA) facility at no extra cost, in case of both within India and international sectors. This facility enables guests in one location (in India or overseas) to obtain a ticket that has been paid for in another location (in India or Overseas). The authority (PTA) to issue a ticket is transmitted from the city of purchase to the boarding / ticketing city.

Ticketing transaction fee for US and Canada

Please note that with immediate effect, a transaction fee of USD 25 at US ticketing offices and CAD 25 at Canada ticketing offices will be charged per ticket (irrespective of Point of sale), per passenger, per transaction.

Transaction fee will apply for all tickets handled by Jet Airways ticketing offices located in US / Canada and contact centre handling US operations.

Ticketing transaction fee will be non refundable.

Ticketing transaction fee will be also applicable for reissue of tickets originally issued on the website, if the reissue is processed by any Jet Airways ticketing Offices or the contact centre .

Transaction fee will also be applicable for NOGO VCR re-issued at Jet Airways ticketing offices and contact centre.

NOGO status VCR coupons issued originally by travel agents are exempted until agents get the control to reissue. (Transaction fee applies to NOGO status VCR coupons issued originally at Jet Airways ticketing offices and contact center.)

Credit Card Fee

A Credit Card Fee of GBP 4.50 will be charged per ticket for every payment accepted by Credit Card at London ticketing offices.

Credit Card fee will be Non refundable.

Reissue of tickets originally issued on website will also attract Credit Card fee if payment is accepted by Credit Card at London ticketing offices.

Note: This fee will not be applicable to Corporate Deal Fares.

Passenger rights

If during your travel within, or to/from India , there
is a flight cancellation or delay or denied boarding on a flight for
which you hold a valid and confirmed reservation, you are entitled to
certain rights in accordance with the Civil Aviation Requirements,
Section 3 – Air Transport, Series M, Part IV, File No. 23-15/2016-AED , dated 6th August, 2010, effective Aug 1, 2016, passed by the
Director General of Civil Aviation. For your ready reference, we give
below a summary of these rights. Full text of this CAR is available on http://dgca.nic.in/rules/car-ind.htm

[I] Denied Boarding

Many a time, passengers who hold a confirmed &
valid booking, do not or are unable to report (i.e. ‘No
Show”) for travel before the time limit specified by the airline.
In such cases, an airline is allowed to levy appropriate ‘No
Show’ penalty under Rule 135 of the Aircraft Rules, 1937 and the
same will be deducted from the fare paid by the guest.

To reduce the possibility of flight departing with
unoccupied or empty seats, the airlines overbook flights to a limited
extent. In such overbooking cases, an airline may have more guests
reporting for a particular flight than the seats available on such flight
and as such, may need to deny the boarding to some of the guests.

In the above event, before denying the boarding, Jet
Airways would endeavour to first ask volunteers to give up their seats so
as to make such seats available for other booked guests to travel on the
flight. In return, Jet Airways, at its own discretion, would offer to the
volunteer such benefits / facilities which, it may wish to offer.

Jet Airways shall not be liable to pay any compensation in case an alternate flight is arranged by the airline that is scheduled to depart within
one hour of the original schedule departure time of the initial reservation.

A] In case you are denied boarding involuntarily on a
flight for which you hold a confirmed reservation, you are entitled to
the following monetary compensation:

a) If an alternate flight is offered which is scheduled to depart within 24 hours of the original booked scheduled departure, the guest is entitled
to 200% of the booked one-way basic fare plus airline fuel surcharge, subject to maximum compensation of INR 10,000.

b) If an alternate flight is offered which is scheduled to depart more than 24 hours of the original booked scheduled departure, the guest is
entitled to 400% of the booked one-way basic fare plus airline fuel surcharge, subject to maximum compensation of INR 20,000.

c) If the guest does not opt for an alternate flight, the guest is entitled to a refund of the full value of the ticket in addition to 400% of the
booked one-way basic fare plus airline fuel surcharge, subject to maximum compensation of INR 20,000.

B] In case the guest has a connecting flight, either with the same airline or a different airline, the airline operating the first flight for the
first leg is liable to compensate the guest as per the above mentioned provisions, if the guest has been delayed at the departure station, due to the guest being
denied boarding at the departure station and has arrived at the final destination at least three hours later than the scheduled arrival time.

C] Jet Airways reserves the right to deny boarding to
any guest under the influence of alcohol or drugs; for health, safety or
security reasons; or in the absence of adequate travel documents and no
compensation as referred to above shall be payable in such cases.

[II] Cancellation / Disruption / Reschedule of Flights

Cancellation means non-operation of a flight which was
previously planned to be operated and on which, at least one place was
reserved for a passenger.

A] In case of flight cancellations, whenever possible,
Jet Airways will endeavor to inform you through a telephone call or SMS,
as far in advance as possible of the scheduled time of departure,
provided at the time of creating your booking, you had given the relevant
contact information e.g., working telephone number (landline or mobile)
at the time of booking.

B] In case of flight cancellations, Jet Airways will endeavor to inform guests of the cancellation at least two weeks before the scheduled departure
time and additionally arrange for an alternate flight or refund, as acceptable to the guests.

C] In case, the guest is informed of a flight cancellation less than two weeks before and up to 24 hours of the scheduled departure time, guests
will be offered an alternate flight with departure within two hours of their booked scheduled departure time.

D] Subject to the above, if you are not informed at as mentioned above, then guests are entitled to:

a)Refund of air ticket and INR 5,000 or booked one-way basic fare plus airline fuel charge, whichever is less for flights with Block time of up to 1
hour.

b)Refund of air ticket and INR 7,500 or booked one-way basic fare plus airline fuel charge, whichever is less for flights with Block time of more
than 1 hour and upto 2 hours.

c)Refund of air ticket and INR 10,000 or booked one-way basic fare plus airline fuel charge, whichever is less for flights with Block time of more
than 2 hours.

d) In addition to the above, Jet Airways will provide meals and refreshments free of charge if the guest has reported for the original flight and
are waiting for the alternate flight.

The compensation amount shall be paid in cash, by bank transfer or with the signed agreement of the passenger in the form of travel vouchers.

[Block time is the total time from the moment an aircraft first moves for the purpose of taking off until the moment it finally comes to rest at the
end of the flight.]

Jet Airways is not liable to pay compensation in the following events:

No financial compensation shall be payable to you, if you have not provided adequate contact information at the time of making your booking or when
you are issued a ticket for firm travel on the selected flight. In such a case, Jet Airways will either refund to you the ticket price or make reasonable endeavour to
make alternate travel arrangements as per your choice. If you elect to travel to your destination on an alternate flight, Jet
Airways shall provide you with meals and refreshments in relation to the waiting time at the airport.

b) If the cancellations occur due to extraordinary circumstances beyond the control of the airline (as described in Para 1.4 and Para 1.5 of the
CAR) even if all reasonable measures had been taken by the airline.

[III] Flight Delays

A] If the flight has been delayed due to rescheduling of the flight, the provisions of the Delay of the flight i.e. Rule 3.4 of the CAR will be
applicable and Jet Airways shall be liable to undertake obligations as specified in the said rule.

Please note that Jet Airways is not liable to pay compensation however meals and refreshments shall be provided free of charge in relation to
waiting time.

In case where two flights are combined due to Operational / Engineering requirements, the above delay compensation will apply.

B] When the expected time of departure is delayed to
the next day, Jet Airways shall provide you with Hotel Accommodation, when
necessary (including transfers). Jet Airways shall have absolute
discretion in selection of hotels under the given circumstances and no
reimbursement shall be made in this regard.

C] However, Jet Airways shall not be obliged to
provide you the facilities as mentioned in (A) and (B) above, if the
delay is caused due to extra ordinary circumstances, as defined in
paragraph nos. IV [A] & [B] below, which could not have been avoided
even if all reasonable measures had been taken.

[IV] Exceptions

A] Jet Airways is not obliged to pay compensation in
cases where the cancellations and delays have been caused by an event(s)
of force majeure i.e., extraordinary circumstance(s) beyond Jet
Airways’ control, the impact of which lead to the cancellation /
delay of flight(s), and, which could not have been avoided even if all
reasonable measures had been taken by Jet Airways. Such extraordinary
circumstances may in particular, occur due to political instability,
natural disaster, civil war, insurrection or riot, flood, explosion,
government regulation or order affecting the aircraft, strikes and labour
disputes causing cessation, slowdown or interruption of work or any other
factors that are beyond our control.

B] Additionally, Jet Airways would also not be liable
to pay any compensation in respect of cancellations and delays clearly
attributable to Air Traffic Control (ATC), meteorological conditions,
security risks, or any other causes that are beyond Jet Airways’
control but which affect Jet Airways’ ability to operate flights on
schedule. Extraordinary circumstances should be deemed to exist where the
impact of an air traffic management decision in relation to a particular
aircraft or several aircraft on a particular day, gives rise to a long
delay or delays, or an overnight delay, or the cancellation of one or
more flights by that aircraft, and which would not be avoided even though
all reasonable measures were taken to avoid or overcome the impact of the
relevant factor and, thereby, the delays or cancellations are caused.

C] This CAR does not restrict Jet Airways’
rights to seek compensation from any person, including third parties, in
accordance with the applicable law.

Penalties will be waived if delay (even less than two hours) is causing broken connection and the alternate provided does not serve the purpose of the trip. (The connection must be on the same PNR or proof of such connection must be made available.)

If the delay is less than two hours, reissue / refund rules will apply as per the fare.

Penalties will be waived if Preponement is more than 30 minutes.

Penalties will be waived if Preponement (even less than 30 minutes) is causing broken connection and the alternate provided does not serve the purpose of the trip. (The connection must be on the same PNR or proof of such connection must be made available.)

If Preponement is less than 30 minutes, reissue/refund rules will apply as per the fare.

Note: Waiver will not be apply in below cases -

When there is re-accommodation across the partition (i.e. 9W to S2 or v.v.) and delay is less than one hour

II. International Flights:

Penalties will be waived if delay is more than two hours

Penalties will be waived if delay (even less than two hours) is causing broken connection and the alternate provided does not serve the purpose of the trip. (The connection must be on the same PNR or proof of such connection must be made available)

If the delay is less than two hours, reissue / refund rules will apply as per the fare

Penalties will be waived if Preponement is more than 30 minutes.

Penalties will be waived if Preponement (even less than 30 minutes) is causing broken connection and the alternate provided does not serve the purpose of the trip. (The connection must be on the same PNR or proof of such connection must be made available.)

If Preponement is less than 30 minutes, reissue/refund rules will apply as per the fare.

[VI] Redressal

Any claims will be settled only on submission of the
requisite original documents for eg. Boarding pass / ticket copy /
baggage tag / excess baggage receipt etc.

In the case of denied boarding, cancellation, flight delay, or disability claims, if you have not been provided with compensation and reasonable
facilities as listed in this policy and would like to make a complaint, please contact our guest relations team at guestrelations@jetairways.com

If your complaint cannot be resolved to your satisfaction, you may escalate your complaint to the following individuals, who have been designated
for redressal of passenger grievances:

Making reservations

Our reservations system is hosted on Sabre, a leading International Reservations System, and we are marketed by major Global Distribution Systems within and outside India. You can make reservations by visiting or calling any of our offices and through over 2000 authorised travel agents throughout India and over 66 General Sales Agent (GSA) offices worldwide. For flights within India and international you can also book, pay and print your electronic ticket (eTicket) by making an online reservation through our website.We offer 24-hour tele-reservation services. Please click here for the contact details.

The Toll Free number for our call center, 1-800-225522, can be reached through MTNL and BSNL lines. Please note that the toll free number can be dialed only from India. Please note the following: When you make a reservation for a flight, you will be given a time limit by which ticketing must be completed. If ticketing is not done, our system will automatically cancel the reservation. Instant ticketing is also required for tickets purchased under select concessional fares. Please make a note of your Passenger Name Reference (PNR) as you will need to refer to it in case you want to change your travel plans. Please indicate your meal preference (and your child's meal preference if your child is travelling with you) at the time of booking. We will make every endeavor to uplift your meal preference. Please provide a local contact number or your mobile number for each destination in your itinerary. This will help us contact you in the event of contingencies.

Our network and our fleet

Within India: We presently operate flights daily to 44 destinations within India covering the length and breadth of the country, a measure of our commitment to providing extensive air connectivity to all regions of the country. Our extensive network also connects the remote regions such as the North East, Jammu and Kashmir with the rest of the country. We fully comply with the Route Dispersal Guidelines mandated by the Government of India for all scheduled airlines.

Jet Airways currently operates a fleet of 112 aircrafts. Our fleet consists of 10 Boeing 777-300 ER aircraft, 5 Airbus A330-200 aircraft, 4 Airbus A330-300 aircraft, 75 next generation Boeing 737-700/800/900 aircraft, 15 ATR 72-500 and 3 ATR 72-600 turboprop aircraft. The Boeing fleet is currently used on select international and within India sectors . Our B777-300ER, A330-300 and A330-200 aircraft are primarily used on long haul sectors. The ATR72-500 fleet is used mainly for regional within India operations to connect interior points with metros and state capitals, consistent with market requirements. The average age of our fleet is approximately 5.45 years. Please click here for detailed information on our fleet. We endeavour to regularly upgrade our fleet in the interests of your comfort and the reliability of our operations.

Our Boeing 737 aircraft offers Première (Business Class) and Economy class cabins on most flights. Our ATR72-500 aircraft offers only Economy class seating. Our Airbus 330-200 and Boeing 777-300E aircraft offers 'Première' (Business Class) with luxurious seating where you are assured of either an aisle or window seat with world class flat beds. The Airbus 330-200 offers a seat pitch of 32 inches in Première, while the Boeing 777-300E offers a seat pitch of 49 inches in Première.

Check -in

Flights within India: Please check-in at the airport of embarkation at least 60 minutes before the scheduled time of departure, and at Jammu, Leh and Srinagar Airport, 120 minutes prior to departure. We normally start check-in 120 minutes before departure for flights within India. For within India flights, check-in counters are closed 45 minutes before departure time for all classes. SMS checkin, tele checkin and web checkin guests who have not reported to the airport by 50 minutes before departure, will be offloaded from the flight and have their seats released for guests on standby.

International flights: We normally start check-in 180 minutes before departure. Check-in counters are closed 60 minutes before departure time for all classes. SMS checkin, tele checkin and web checkin guests who have not reported to the airport by 60 minutes before departure, will be offloaded from the flight and have their seats released for guests on standby.For detailed information about our Check-in options, please click here.

Guests travelling on our international flights are requested to produce relevant and valid travel documents at our check-in counters (passports endorsed with valid visas). Guests who travel without valid travel documents will not be boarded by the airline.

Check-in baggage is screened by X-Ray machines at all the Indian airport before being accepted for check-in.The following important security regulations must be noted and followed:

Guests are advised not to accept any packets from people they do not know.

Guests are advised not to leave baggage unobserved at any time within the airport area.

Unattended baggage may be removed and destroyed by Airport / Security Staff as an object of suspicion.

Concealment of arms or ammunition is an offence also under Aircraft Act and Aircraft Rules.

Guests in India and with similar regulations in other countries should refrain from opening / tampering with the bags, after completion of security checks. In case a guest does so, the bags should be presented for security checks once again.

Guests who have through checked in their baggage to the final destination, will have to proceed through security at the transit station.

Baggage identification before re-boarding an onward flight is currently required for flights to and from Delhi, Srinagar, Jammu and Leh.

Baggage Allowance: Guests can avail maximum free baggage allowance as specified by the airline. Baggage in excess of the mentioned allowances will only be carried subject to space and weight availability on the aircraft. Excess baggage will be subject to charges at published tariffs. Please click here for detailed information. ATR 72-500 aircraft are turbo prop aircraft having limited stowage space for cargo and we hence, recommend maximum check-in baggage of 20 kgs. Guests travelling on our ATR-72 500 aircraft may not be allowed any excess baggage.

Situations may arise where we will require transfer of cabin baggage to the baggage holds of the aircraft, before take-off. In such cases, your baggage will be tagged with an appropriate limited release tag and transferred to the hold. You can then retrieve the baggage at your destination from the conveyor belts, as you would do in case of checked-in baggage.

Cabin baggage is checked at two levels, i.e. by the Airport Security and by the airline's security. Electronic equipment such as laptop computers, cameras, palm-tops, etc., are liable to be checked. For safety reasons, dangerous articles, including those listed below (the list is illustrative), must NOT be carried in your checked-in or cabin baggage: Compressed gases (deeply refrigerated, flammable, non-flammable and poisonous) such as butane, oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders. Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury. Explosives, fireworks and flares. Flammable liquids and solids such as lighter refills, lighter fuel, paints, thinners, fire-lighters, lighters that need inverting before ignition, matches, radio active material, briefcases and attached case with installed alarm devices, oxidizing materials such as bleaching powder and peroxides. Poisons and infectious substances such as insecticides, weed-killers and live virus materials. Items such as arms, ammunition, lighters, knives (more than 6 cms), scissors, tools, etc., are not permitted to be carried in the cabin baggage. Replica of arms and ammunition. Other dangerous articles such as magnetized materials, offensive or irritating materials.Additional security requirements may be applicable to and from countries we operate. Guests will be required to comply with them.

In-flight services

Newspapers and magazines are available on board, in addition to which, we also have our informative and colourful inflight magazine 'JetWings' on our within India sectors and 'JetWings International' on our international sectors. We offer meals and beverages on our flights. The type of meal will depend upon the scheduled departure and arrival times and flight duration. Please observe safety demonstrations and follow all safety instructions on board during take-off, during the course of the flight and at the time of landing. If you are seated near an Emergency Exit, you will be briefed by the crew regarding Emergency Procedures and are requested to pay special attention to these requirements. Smoking is strictly prohibited inside the aircraft on all our flights.

Baggage arrival

We do undertake to use our best efforts to carry the guest and his / her baggage with reasonable dispatch and to adhere to published schedules in effect on the date of travel.

There may be occasions that a guest's checked-in baggage cannot be carried on the flight he is travelling on. In such a case we will ensure that the baggage is carried to the guest's port of disembarkation with reasonable dispatch.

In case of within India sectors the baggage is delivered to the guest.If a guest's baggage is damaged, the guest should immediately report the damage to our ground staff at arrival, before leaving the terminal building.In the case of any damaged or missing baggage, a Property Irregularity Report (PIR) has to be filled, which will be done by our staff at arrival. Please note once a guest leaves the terminal building without registering a complaint of mishandled bag, Jet Airways will not be in a position to take any remedial measures.

On sectors within India, our liability for loss, delay or damage to baggage is limited to INR 450 per kg, unless a higher value is declared in advance and additional charges are paid. Excess valuation may not be declared on certain types of articles. We assume no liability for fragile / perishable articles.

On international sectors, our liability for loss, delay or damage to baggage is limited to USD 20 per kg, unless a higher value is declared in advance and additional charges are paid. Excess valuation may not be declared on certain types of articles. We assume no liability for fragile / perishable articles.

Schedule, delays, re-routing of flights

Please note that the timings shown in our timetables, our website or information available with travel agents are not guaranteed, and do not form a part of the Contract of Carriage. Schedules are subject to change without notice for reasons beyond our control and we assume no responsibility for making connections.

We make every effort to inform guests if there is a delay, re-routing, rescheduling or cancellation of a flight. We immediately inform all travel agents through our Global Distribution Systems (GDS). If we have your telephone or mobile phone numbers, we will endeavour to contact you by telephone directly or inform you via Short Message Service (SMS).

If you provide your mobile phone number at the time of reservation, you should receive instant flight alerts on your mobile phone in case of delays. This service is currently available for mobile numbers registered with telecom operators in India. Applicable terms and conditions for this facility can be obtained from any of our offices and ticket counters.

If a flight is cancelled, we will make every effort to transport guests on the next available flight, or on a flight of another carrier or provide them with alternative means of transport.The airline will comply with applicable rules and regulations of countries where we operate to / from.

Our frequent flyer programme - JetPrivilege

With JetPrivilege, members enjoy a truly rewarding experience with unique privileges across five membership tiers: Blue, Blue Plus, Silver, Gold and the exclusive Platinum. JetPrivilege members can expect to earn more miles, enjoy more benefits, quicker tier upgrades and easier tier retention, enhanced rewards and easier redemption. JetPrivilege has won Freddie Awards considered 'Oscars' of frequent flyer programmes across the world, for five consecutive years including the most coveted 'Program of the Year' Award 2007 and 2006 for the Japan, Pacific, Asia and Australia region. Click here to know more.

Key features that make the JetPrivilege programme a winner:

Ease of enrolment

Five membership levels

Faster tier upgrades

Easier tier retention

Personalized web access

JetPrivilege membership updates on SMS

Multiple mileage earning opportunities

Bonus JPMiles on e-Services

Redeem JPMiles

Purchase JPMiles

Transfer JPMiles

JPMiles Upgrade

Global partnerships

Highlights of Privileges:The JetPrivilege programme offers members benefits and privileges based on their membership tier.

Some of the benefits are as follows: Check-in at Première counters, lounge access, additional baggage allowance, priority baggage handling, guaranteed reservations up to 24 hours before departure, priority stand-by, upgrade vouchers and more.

Elite members can also enjoy benefits on select airline partners like check-in at Business or First Class counters, additional baggage allowance, and priority luggage handling. Click here to know more.

Cargo services

Jet Airways provides air cargo transport services to select destinations within India and international .Moreover, we also have one of the youngest fleet in the international skies, giving shippers the benefit of our operating efficiencies. If you need more information regarding our cargo services or want to make a cargo booking, you can get in touch with our airport offices or authorized cargo agents or our 24-hour Cargo Capacity and Revenue Management Center (CCRM). Please note that bookings accepted at our CCRM center are only through authorized cargo agents.Please click here for more details.

Overseas customers are required to contact our General Sales Agent (GSA) offices based locally in their cities for making cargo bookings.

Carriage of human remains

Carriage of Human Remains (dead bodies / ashes) by Indian carriers is governed by the Aircraft (Public Health) Rules, 1954.

For an airline to accept human remains for carriage, the requirements stated below are common to both within India and international transportation:

1. Death certificate specifying the cause of death.

2. Government issued proof of identity of the deceased.

3. 48 hours notice to Jet Airways regarding the transportation requirement. (This is so that Jet Airways may notify the health officer at the destination airport)

4. If the human remains have been properly cremated, the ashes shall be placed in an urn or casket having an outer packing of suitable material.

5. In the case of uncremated remains, the following procedures need to be adopted:

a) A corpse which has not been buried should be enclosed in a shell of zinc or other suitable metal with all joints so soldered as to seal them hermetically and prevent the escape of noxious gases or fluids. The shell should be enclosed in a stoutly built teak or other hard wood coffin and the coffin should be enclosed in a zinc or tin lined wooden packing case filled with sawdust and impregnated with carbonic powder.

b) Where a coffin has been exhumed and proves, on examination, to be intact, sound and free from offensive odour, it should be enclosed in a hermitically sealed zinc or tin lined wooden packing case filled with sawdust and impregnated with carbonic powder.

c) Where a coffin has been exhumed and is not intact or sound or free from odour, its contents should be dealt with in accordance with the requirements stated in 5(a) above.

6. Police clearance certificate.

7. Declaration issued by the individual / organization, packing the human remains, certifying that the human remains have been embalmed and packed in accordance with the relevant local laws and IATA Guidelines (click here to download the declaration).

For international transportation, in addition to the above 7 requirements, the following are also needed:

8. Clearance from the Embassy / Consulate of the deceased's nationality.

9. Clearance from the local health authority.

10. Passport of the deceased cancelled by the issuing country's Embassy / Consulate.

For additional information on the procedure to be followed, please get in touch with our airport offices, authorized cargo agents or our 24-hour Cargo Capacity and Revenue Management Center (CCRM).

Please note that human remains will not be accepted for transportation to and from destinations served by ATR aircraft. The CCRM Center will provide more details in this regard.

Receipt and acknowledgement of complaints

If we do fall short of your expectations with regard to any aspect of our service and if you wish to send us a complaint, you may route the same through any of the following channels:

Comment Forms are available onboard and on ground. On completion, the guests can handover these forms to our staff.

Any of our Offices in India and regional offices overseas or the travel agency from where you have purchased the ticket.

We will acknowledge every written complaint (letters and e-mails) received and endeavour to do so within 15 working days of receipt.All such complaints will be thoroughly investigated and we will endeavour to send a detailed response within 45 working days.In the case you have not been provided with reasonable response as mentioned in this policy, you may directly intimate our officials mentioned below, who have been designated for redressal of passenger grievances.

Information regarding Jet Airways

Details about our services, flights, fares, policies and other information are available on our website.The website will give contact details of all our offices.

You will also find interesting information regarding our airline in JetWings, our in-flight magazine on sectors within India and JetWings International, our in-flight magazine on international sectors.

Commitment to improved service

For us guests' feedback is an essential tool, to enable us to serve our guests even better. Our carefully designed Service Tracker facilitates a quantitative analysis of our services both on ground and on-board our flights. We monitor these on a continuous basis. Besides, we also endeavour to maintain a constant interaction with our guests in order to maximize our efforts in serving you better.

We welcome you aboard to share the 'Joy of Flying'.

Please note that the above details are based on the latest information available as of July 1, 2015 and are subject to change.